Customer Success Manager

About the team

ShowingTime+ is a collection of brands and software solutions that focus on providing services to all real estate agents, teams, and brokers to facilitate a seamless shopping and transaction experience for their customers. ShowingTime+ is part of Zillow Group, whose mission is to give people the power to unlock life’s next chapter.
The team values delivering exceptional customer experiences and plays a critical role in onboarding new customers, retaining customers, establishing regular cadence and rapport, understanding customer needs, addressing customer challenges, providing best practice guidance, and driving upsell/cross-sell opportunities.

About the role

The ShowingTime Customer Success Manager will be responsible for combining Zillow Group’s innovations, product capabilities, and documented best practices with our client’s business objectives and priorities, thereby driving higher business value and executive alignment between Zillow Group and our Broker and Team customers. You will be responsible for driving customer adoption and success through strategic management, adoption recommendations, and building customer relationships. The success of this role means higher customer satisfaction, retention and expansion of Zillow Group business products.  You will be responsible for:  

• Managing training and implementation of service for new customers, ensuring high adoption and engagement

• Utilizing product knowledge to address high level customer inquiries and provide superior outcomes driven customer service and best practice guidance to clients

• Develop a trusted, proactive, advisor relationship with customers.

• Analyze account usage and develop communication cadences with accounts to foster high engagement and maximize retention

• Communicate with customers proactively to drive strategic value, expand solution adoption, and recommend best practices to optimize customer experience

• Assessing customer business needs and challenges to identify best fit for cross-sell or up-sell opportunities

• Participate in or lead projects as needed

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $28.90 - $46.10 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• Have 2 + years of experience in Customer Service, Customer Support, Customer Success, or Account Management (preferably in a SAAS environment)

• Have the ability to build strong relationships with customers, both over the phone and in person

• Have passion for identifying clients’ desired outcomes and assisting customers in reaching those outcomes

• Be passionate about technology and have motivation to learn and master product knowledge

• Be an articulate and engaging presenter via webinar and in person

• Focused, reliable and a responsible self-starter with strong critical problem solving skills.

Qualifications

• 2 + years of experience in Customer Service, Customer Support, Customer Success, or Account Management (preferably in a SAAS environment)

• Have a Bachelor’s degree, or commensurate work or military experience

• Have excellent verbal and written communication skills

• Be proficient in using Google Workplaces (G suite)

• Have strong attention to detail and critical thinking

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digit